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Professional Profile

Results driven operations professional, successfully deploying strategic, money-saving best practices that increase employee engagement, improve culture, and reduce customer attrition. Proven turnaround champion, developing high performing teams that customers love, dramatically improving Key Performance Indicators (KPIs), especially those that promote increased lifetime value of the customer, while mentoring/coaching leaders for a strong succession plan.

Work experience

Jun 2006Apr 2015

Director of Call Center Operations

Central Security Group-Nationwide, Inc

Plan and direct operations of multi-channel contact center.  Designed and managed Quality and Training programs to reinforce customer-centric behaviors.  Monitor key performance indicators for positive reinforcement or course correction.  Continuous process improvement aimed at better customer experiences.  Foster a culture of fun, high performance and excellence.  Coordinate with insurance carrier and legal liaison to analyze event details, aimed at loss mitigation and contract enforceability.  Achievements:

  • Designed skills-based customer support teams resulting in reduced alarm response time (-15%), reduced reported false alarms (-21%), and realized a $30K annual savings in reimbursable fines.
  • Project manager of an equipment upgrade driven by the FCC. Successfully upgraded 2,700 accounts while maintaining 97% customer retention.     
  • Directed the creation of a team called Office of the CEO. Empowered these agents with knowledge, skills and abilities to handle all escalations from all channels resulting in a 2% reduction in customer attrition and supporting an A+ rating with the Better Business Bureau.
  • Guided all aspects of onboarding leadership and employees from multiple acquisitions, including training, orientation and scheduling resulting in an estimated savings of $250K in employment costs and controlling customer attrition at approximately 7% (industry average is ~10%+).
  • Led the initiative to change hiring practices from staffing agencies to direct hire. Anticipated annual savings of $250K (~50%) in hiring costs, improved schedule adherence and reduced agent churn.
Aug 2005Jun 2006

Area Manager

Cingular Wireless (AT&T Wireless)

Improved performance of customer service agents and managers to become top team in the call center. Selected as Regional Ambassador coordinating training across five call centers, resulting in improved collaboration and consistent customer experience.  Conducted daily team huddles to communicate and reinforce the value of achieving goals. Provided 1:1 coaching, resulting in improved KPIs month over month.


·        Improved first call resolution (FCR) by 8% (from 87% to 95%)

·        Improved Average Handle Time (AHT) variance by 5%

·        Improved occupancy by 7% to 87%

·        Improved Customer Satisfaction (CSAT) by 12% to 90%+

·        Improved Schedule Adherence by 4% to 92% adherence

·        Improved team Quality score by 7% to 92%

Aug 1994Mar 2005

Account/Operations Manager

DecisionOne/Sabre, Inc.

Sabre outsourced its help desk to DecisionOne in 2002.

Selected to manage Operations after a seamless outsource from Sabre Holdings to DecisionOne. 


  • Sustained service levels and customer satisfaction during a knife-edge cutover of CRM systems.
  • Strategically de-layered the organization and streamlined processes resulting in a sustained 3-point service level improvement with 14% labor cost reduction and total operating budget savings of 22%.
  • Designed, marketed and launched a revenue stream through optional pay-per-incident support contributing $32K annually.

As a supervisor at Sabre, Inc.

Change champion promoting integration of organizational silos.


  • Coordinated a cost/benefit analysis of reducing operating hours; realized an annual cost savings of $100K with improved customer satisfaction scores.
  • Key contributor in outsourcing project; responsible for providing critical analysis of functional and logistical requirements, resulting in a seamless outsource of the help desk to DecisionOne in July 2002. This yielded a cost savings of $2M annually, with improved service levels and customer satisfaction scores.




University of Oklahoma

Organizational Dynamics with emphasis on Teams and Motivation, Culture Interventions, Leadership, Change Management and Implementation, Human Resources and Project Management. Analysis of current, actual corporate issues and creation, through collaborative team participation, of actionable solutions. 



University of Redlands

Business Administration


Leadership Development

Mentor and coach leaders and customer service representatives for personal growth and achievement.

Organizational Culture

Create happy workplaces for employee engagement & Improving customer retention through reduced effort.

Social Media/Online Reputation Management

Powerful communicator in each channel: Twitter, FaceBook, LinkedIn, Google+, email, etc.  Proven success converting detractors into promoters.

Quality & Training

Design and deploy quality and training programs which promote behaviors leading to improved customer satisfaction and employee engagement.


Capstone project at OU. Measuring the benefit and financial impact of implementing team-based learning

Professional Associations

Association for Talent Development (ATD)

Customer Experience Professionals Association (CXPA)